Pebble defends 30-day warranty as it replaces cracked Time 2 watches
Founder Eric Migicovsky told The Verge that Pebble’s short warranty reflects the limits of its relaunch, while the company keeps replacing some cracked watches.
By Hana Yoshida · Markets Reporter
3 min read
Pebble founder Eric Migicovsky is defending the company’s 30-day warranty for its new e-paper smartwatches as some customers report early hardware problems. Migicovsky told The Verge that the policy depends on buyers trusting Pebble to address reasonable issues even after a short formal coverage period.
The question has become sharper as owners report cracked front glass on the Pebble Time 2. Pebble said in a company blog post this week that it has replaced 330 Time 2 watches at no charge, out of more than 19,000 watches it described as being “in the field.”
Pebble said in the post that it plans to keep replacing reasonable glass-cracking reports for free “as long as we can.” The company also said it expects to move at some point to discounted replacements, though Migicovsky did not give The Verge a timeline for that change.
The company said it is also considering selling replacement parts so owners can carry out their own repairs. Pebble did not announce specific parts, prices or availability in the blog post cited by The Verge.
A small relaunch with limited support
Migicovsky brought Pebble back early last year after the original smartwatch company shut down in 2016, according to The Verge. The new devices keep the familiar Pebble look while adding updated components, including larger e-paper displays.
The revived company has drawn attention from longtime fans, but its 30-day warranty has also raised concerns among potential buyers and users, The Verge reported. Migicovsky told the publication that Pebble has tried to be clear with customers about what the new watches are and what the company can support.
In its announcement for the Pebble 2 Duo and Pebble Time 2, Pebble warned customers not to buy one if they needed a “perfectly polished smartwatch,” according to The Verge. The company also cautioned that parts of the experience might not last as long as some buyers wanted.
Migicovsky told The Verge that the relaunch is a grassroots effort built around bringing back a product the team wanted to see exist again. He said the company cannot promise the same length of coverage that larger consumer electronics companies can offer through global supply chains and retail support networks.
At the same time, Migicovsky said the reported glass issue affects what he described to The Verge as an “immensely small percentage” of watches. He said replacing devices for customers with the problem has not been a major burden for Pebble so far.
His broader pitch, according to The Verge, is that Pebble buyers should expect a watch that feels true to the original brand while accepting that the new company is operating under different limits. Migicovsky said people who liked the first Pebble era should enjoy the new devices, while noting that the relaunch is not identical to the original run.
This story draws on original reporting from The Verge.